Overview #
Agent Chat controls how conversational assistance appears and behaves in the runner interface.
Purpose of Agent Chat #
- Give candidates contextual support
- Reduce drop-off caused by confusion
- Keep interaction flow natural without leaving the journey
Configuration focus areas #
Chat label and entry cue #
Defines how the chat trigger is presented in the UI.
Visual consistency #
Ensures chat component aligns with Agent appearance and brand tone.
Interaction boundaries #
Defines the expected scope of help (guidance vs decision-making authority).
UX recommendations #
Keep prompt language action-oriented #
Use labels that make intent obvious (e.g., “Need help?”).
Avoid overload #
Chat should assist the current step, not distract from completion.
Keep trust signals clear #
Candidates should know whether the assistant is informational, transactional, or escalation-enabled.
Operational considerations #
- Track chat engagement against completion rate
- Review common chat intents for journey improvements
- Ensure fallback guidance exists if chat is unavailable
Common mistakes #
- Ambiguous chat entry labels
- Overly long chat greeting text
- Inconsistent behavior across agents
- No governance for escalation boundaries